The purpose of this thesis is to analyse the trends related to the Customer Relationship Management (CRM) with emphasis on the CRM software. Essential trends were identified through professional analytical reports and dedicated servers. CRM trends were analysed from the time and factual perspective. The core purpose of this thesis was to evaluate possible business value of identified trends for businesses from a selected market segment. To fulfil this goal, the banking segment was chosen to be further analysed. The author of this thesis studied the extent of implementation of chosen trends in a real CRM implementation project executed in a bank operating on the market of Czech Republic. In the process, the set of interviews with "CRM in banking sector" professionals were completed to figure out how they are possibly appreciated by the whole banking sector. Through the responses of the chosen professionals, some trends characteristics were mainly followed. These were trend maturity (captured by slightly modified Gartner Hype Cycle) and trend business value (captured by defined numeral evaluation). An average evaluation of business value of each trend, done from various time perspectives, was displayed by two different tables, each grouping trends on the factual basis. Finally, trends business values were represented graphically to accent their possible progress as seen from the banking sector point of view and to provide users with a simple tool to confront their view with the view of the professionals. The tool mentioned allows users to focus on the trends that are likely to be very beneficial (according to the general opinion of the chosen professionals) and at the same time allows users to stay clear of the trends that don't promise much value for the banking sector, not even in the future.

Ample evidence from the literature suggests that in recent years, banks have been heavily investing in customer relationship management (CRM) systems. The reasons for this are traced to banks' emergent need to gain and sustain competitive advantage through greater knowledge of their customers. In turn, this increased knowledge is likely to also lead to increased: a) customer base, b) customer satisfaction, c) customer retention and, d) customer loyalty. The literature suggests that there is a knowledge gap, which relates to the reasons for CRM systems in adoption and usage as service delivery channels, as well as its effects on banks' customers. This is particularly the case with regards to the banks' customers' buying behaviour and is stemming from the fact that bank customers display some unique buying patterns. Based on the above, the aim of this study is to find out whether or not there is a potential influence of newly implemented CRM systems on consumer buying behaviour in the context of the Nigerian banking industry and also to assess the extent and nature of this influence (if any).

Customer Relationship Management (CRM) came into the power when banking institutions started to become more and more competitive. The focus on CRM increased banks' abilities to understand their customers' current needs more precisely and also helped them to understand their customers' behaviours, such as what they have done in the past, and what they plan to do in the future. Such practice further helped banks to design strategies based on each customer's preferences in order to meet their customers' demands (Xu, et al., 2002). The adoption of the CRM within the banking industry chiefly depends on the overall adoption of IT culture within the country. Today, developed countries like the UK are enjoying innovative technologies, tailored-made systems, and have a high level of IT maturity within their banking industry. On the other hand, developing countries such as Pakistan are still dealing with several technological issues and the biggest one is the lack of IT alignment within most of their organizations especially within their banking industry (Kundi and Nawaz, 2006). Therefore, it is essential for researchers to further investigate the major IT-related problems faced by the banking industry, especially problems with the current use of the CRM system within the banking industry of developing countries i.e. Pakistan compared to banks in developed countries i.e. UK.This research has investigated and covered the overall operational issues of the CRM system within the banking industry of both developed and developing countries i.e. UK and Pakistan by using a qualitative case study research approach with two case studies, in which the Pakistani banking sector is selected as the developing country for case study one; for a developed country, the UK banking sector is selected as case study two. From the several existing UK and Pakistani banks, the researcher has selected some leading banks from the two countries and conducted several semi-structured interviews with different bank employees. Furthermore, the obtained interviews' results from both case studies are analyzed, compared, and discussed using an in-depth cross-case analysis approach and uncovered the similarities, differences, and several CRM operational issues within the banking sectors of both Pakistan and the UK.

The purpose of this project is to design, build, and implement a Customer Relationship Management (CRM) system for a bank. CRM BANKING is an online application that caters to strengthening and stabilizing customer relationships in a bank.